Our Retail Banking segment serves young and old, socially vulnerable, the ordinary person in the street or the wealthy: anyone can come to us for an approach tailored to their needs. We are a leading player in the retail and commercial bank-insurance segment, with an established and growing client franchise, showing further growth potential. With a client penetration of 30%, 1 out of 3 Belgian citizens is a Belfius customer.

Belfius is the mobile banking leader in Belgium, with services based upon technology developed in-house in 2014 as a greenfield project. Our mobile platform evolves to address changing customer needs reflecting a significant higher growth in mobile activity among our (Belgian) customers than their European peers. The Belfius mobile app has over 2 million mobile users, who consult it once a day on average. The extremely high satisfaction figures in both the Google Play and Apple stores, show that continuous innovation based on usefulness and user-friendliness is profitable.

In addition we have a brick-and-mortar branch network across Belgium, primarily composed of exclusive agent branches, and complemented by Belfius Connect; a modern interaction platform with call, messaging and chatbot functions for customer support and servicing.

Our distribution channels complement each other offering customers a truly integrated experience. Each of these channels is informed by advanced customer data analytics allowing for real-time, insightful customer interactions, driving revenue growth through cross-selling and cross-buying.  

We serve 3.4 million private individuals. We offer our Retail & Commercial customers a wide range of interaction possibilities combining “ the local, digital and human touch”. Our ambition is to create customer delight through all possible customer touchpoints.

At Belfius, the customer comes first. This translates into a wide range of high-quality products and services:

• Payment methods: current (at-call) accounts with debit and credit cards  and associated services, and mobile banking applications.
• Loans and credit: (personal) mortgage and consumer loans  provided as short or long-term loans, (business) credits and guarantees.
• Savings and investment products: e.g. savings and term accounts, savings bonds, bonds, a wide range of funds, traditional Life Insurance and unit-linked products
• Classic and innovative Life and Non-Life insurance policies.

For each of those challenges and important moments in life – such as pensions, starting your own business, acquiring a company or transferring a business, inheritance and estate matters – we offer a tailored approach.

With approximately 350,000 entrepreneurs, enterprises and public and social institutions (E&E&P), Belfius is successfully pursuing its ambition of ‘Lead & Loved Bank’ in the Entrepreneurs and Enterprises (E&E) segment, and remains leader in the public and social sector thanks to more than 160 years of experience. Belfius is also leader in Debt Capital Markets (DCM) issues  for (semi)public and Corporate customers.

Belfius is the leader in the profitable Belgian public sector banking market, with long-standing relationships with local and regional public authorities (such as cities, towns and other municipalities) and non-profit organisations, including healthcare providers and educational institutions. Our public sector business is profitable,  very low risk, capital light and well positioned to benefit from rising interest rates. Long-standing relationships with entities in the sector have led to high levels of integration with customers’ systems supporting high penetration. Today, Belfius offers public sector clients a comprehensive range of products. To further build on this market position and customer base, we have created ‘Smart Belgium’, an ecosystem that allows Belfius to act as a partner and advisor to both the public and private sector in the design and execution of their strategy to foster a more sustainable society. At the end of 2023, Belfius had more than 12 000 customers in the public sector. This represents nearly  100% penetration of the public sector across local, supra-local and regional public authorities as well as the non-profit sector.

Belfius holds a top four position among Belgian corporates based on total customers and total loans outstanding. We believe there is significant upside potential in the corporate sector where we have recently and successfully executed on our strategy to increase market share by providing leadership in the public sector which can help corporates penetrate the government market (B2G). In the corporate sector, Belfius has approximately 10 600 customers (representing approximately  60% penetration of corporates and mid-corporates and 25% of large Belgian corporates). We are also developing a market-leading ECM franchise thanks to the recent partnership with KeplerCheuvreux

For Retail & Commercial Customers Belfius Insurance offers retail customers:

• Non-Life insurances: car, civil liability, fire and miscellaneous risks
• Life insurances: pension savings,  mixed life insurance, savings insurance, guaranteed income insurance, life insurance, debt balance insurance among others
  

For Public and Corporate Banking customers, there is a choice of:

• Business and fire insurance, guaranteed income insurance, collective hospitalisation insurance, group and key man insurance cover.
  

In Belgium, Belfius Insurance combines the features and benefits of the exclusive network of insurance agents working for DVV Insurance with the staff from the Belfius Bank network of branches. Additionally, we work through Belfius Direct Insurance, a direct insurer that operates online, via telephone and via other partners.

This omni-channel approach was extended in 2012 by the Elantis brand which provides mortgages and consumer loans through independent brokers.

At Belfius, we are convinced that the digital transformation of the banking industry offers significant opportunities to become even closer to our customers and to enhance their satisfaction even further. 

We have consistently opted for a digitally supported business model that combines quality account management through commercial staff with efficient, user-friendly digital channels. Belfius has been and aims to remain a trendsetter when it comes to implementing mobile and digital financial services. 

We are particularly proud of our unique position in the field of mobile banking services. In 2014, we started building our mobile banking technology well ahead of our peers. We did not have a legacy system but built our offering from scratch, which we integrated via API (Application Programming Interface) on top of our back-end systems. 

The Belfius app is currently the best rated banking app in Belgium with more than 2 million users. It stands out by its flawless and great user experience. The app allows our customers to interact with us wherever they are. It is a great opportunity to transform our interactions with our customers into mutually beneficial conversations. To shape the future of the banking industry, we have also joined forces with ING and KBC/CBC. Together we have developed the mobile payment solution Payconiq, a practical and secure alternative to cash payments, which is already accepted in more than 11 000 shops in Belgium. 

Our commitment to mobile banking and digital financial services is an important element to securing our future success.